F.A.Q.

Glad you asked! Every element of our collars, leashes and bags is fully customizable. To request more colors, a different type of leather, hardware details, or custom text beyond 15 characters, send us an email at customizations@supportthepack.com and our leather stylist will personally work with you to create something truly unique that both you and your pet will love.

Sign up for our online mailing list to stay up to date with news, seasonal releases, limited editions and exclusive collaborations. We are constantly inspired by artists, designers and fashion retailers to create unique detailing and one-of-a-kind additions that you and your pup won’t want to miss. We hope you’ll stay apprised of the latest Pack Mentality happenings and products!

Rest assured that we will keep you in the know for every step of the process. After you place an order, you will receive a confirmation email including the shipping information and estimated delivery dates of your products. You will also receive an email notification containing your tracking number when your order is shipped.

Mistakes happen! To modify an order after completing the transaction, contact us at info@supportthepack.com and we will do our best to accommodate your needs.

If you are in any way unsatisfied with your order of non-customized products, we are happy to offer an exchange or refund on merchandise that is returned to us within 30 days with all tags attached and in the original packaging. The item must not have been worn, washed or altered in any way. Products returns without the original security tag or with a damaged security tag may result in a delayed refund or may not qualify for a refund. If you’re in doubt, feel free to ask us at info@supportthepack.com. Please keep in mind that shipping and handling charges are not refundable. Unfortunately we cannot refund or exchange products that have been customized.

We currently offer free returns for US customers only. If your order arrived without a prepaid label, please follow these steps:

1. Complete the return form included in your order and securely prepackage your merchandise. Cover or remove any original mailing address label or carrier barcodes from the package.
2. Please send your return to: 6174 Pine Tree Drive, Miami Beach FL 33140, specifying ATTN: RETURNS
3. Ship your package using a trackable, insured shipping method. Pack Mentality cannot accept responsibility for packages we do not ship, so please keep the tracking details for your records.
4. You will receive an email as soon as your return has been processed. Please allow 5 business days from the time we receive your return for it to be processed.

All of our leather products are lovingly handcrafted by Italian artisans, and we know you want to keep them in optimal condition! Show your leather some love by keeping the following tips in mind.

Try to store your leather in a cool, dry place when you’re not using it. It’s best not to keep it in plastic, as removing all air supply can dry out the material. Abrasives can scuff or scratch your leather; to a certain extent, this is unavoidable, but personally we love the look of worn leather that shows it’s been well lived-in! If you find that your leather is starting to dry out or crack, it may be time to moisturize the material. This can be done by periodically applying a leather dressing or cream. You can clean the leather by brushing it down with a damp cloth (no soaps or cleansers) to purge the material of dirt particles.